Enabling new features in 20.13.02

The following topics provide information about enabling new features in BMC Remedyforce 20.13.02:

To edit layouts to add the Change Manifest, Incident Manifest, and Problem Manifest buttons

The Change Manifest, Incident Manifest, and Problem Manifest buttons are unavailable by default. System administrators must edit the layouts and add the buttons. For incident, problem, and change requests that are created before upgrading to 20.13.02, no linked tasks or change requests are shown in the manifest. Records in the manifest are shown for all records created after you upgrade to 20.13.02.

To use the Opened Date field instead of the current date to recalculate the due date

For Service Level Agreements, you can use the Opened Date field instead of the current date to recalculate the due date.

1. Navigate to Remedyforce Administration > Application Settings > General Application Settings.
2. Select the Use Opened Date instead of Current Date to recalculate Due Date check box.
3. Click Save.

To use the Long text type fields

On the Change Request and Problem forms, you can use Long text type fields in place of Back-out Plan, Roll-out Plan, Reason, and Review.

1. Navigate to Setup > Create > Objects.
2. Click the required object, such as Change Request.
3. Navigate to the Page Layouts section. In the Action column, click Edit beside Remedyforce Change Light 1.0.
4. Click Fields.
5. Replace the Back-out Plan, Roll-out Plan, Reason, and Review fields with Back-out Plan Details, Roll-out Plan Details, Reason Details, and Review Details.
6. Click Save.
7. To use the Long text type fields for other Change Request page layouts such as Remedyforce Change Request Version 3.0 and Remedyforce Change for Clients Version 1.0, repeat step 2 to step 6.
8. To replace the Workaround field in the Problem form with the Workaround Details field, repeat step 2 to step 6 for Remedyforce Problem Light 1.0 and Remedyforce Problem Version 3.0 page layouts.

To add formula fields to list views in Salesforce page layouts

By default, formula fields are unavailable on list views in Salesforce page layouts such as Remedyforce Incident View, Remedyforce Service Request View, and Remedyforce Change Request View. As a system administrator, you must add the formula fields to the required view.

1. Navigate to the Incidents tab.
2. From the View list, select a view and click Edit.
3. In the Select Fields to Display section, add the required fields.
4. Click Save.
5. Repeat step 1 to step 4 for all views for which you want to add formula fields.

To add the VIP check box to Salesforce page layouts

You can add the VIP check box to the forms in Salesforce page layouts to show that the client for whom the record was created is a VIP client.

1. Navigate to Setup > Customize > Users > Page Layout.
2. In the Action column, click Edit beside Remedyforce User.
3. From Fields, drag the VIP check box to the required section.
4. Click Save.

To enable linking of existing tasks to Incidents, Change Requests, Releases, and Problems

1. Navigate to Setup > Create > Objects.
2. Click an object, such as Incidents.
3. In the Page Layouts section, in the Action column, click Edit next to Remedyforce Incident Console Version 1.0.
4. Click Buttons.
5. From the Button palette, drag the following buttons to Custom Buttons:
   • Link to Incident
   • Link to Change
   • Link to Release
   • Link to Problem
6. Click Save.
7. To add the Link to Incident, Link to Change, Link to Release, and Link to Problem button to Change Request, Release, and Problem objects, repeat step 2 to step 6.

To add the Create Knowledge Article button

The Create Knowledge Article button is unavailable by default for Remedyforce Incident Light 1.0 and Remedyforce Incident Version 3.0 page layouts. As a system administrator, you must add the Create Knowledge Article button to these Incident page layouts.

1. Navigate to Setup > Create > Objects > Incident > Page Layouts. 
2. In the Action column, click Edit next to Remedyforce Incident Light 1.0.
3. Click Buttons.
4. From the Button palette, drag the Create Knowledge Article button to Custom Buttons.
5. Click Save.
6. To add the Create Knowledge Article button to Remedyforce Incident Version 3.0,  repeat step 2 to step 5.

To add the Link CIs to Knowledge Article button to the Linked Services and CIs related list

The Link CIs to Knowledge Article button is unavailable by default for the Linked Services and CIs related list. As a system administrator, you must add the Link CIs to Knowledge Article button to the Linking Services and CIs related list.

1. Navigate to Setup > Create > Objects > Knowledge Article > Page Layouts.
2. In the Action column, click Edit for each page layout.
3. Click Related Lists.
4. From the Related Lists palette, drag the Linked Services and CIs related lists to the page layout.
5. Click Edit.
6. In the Related List Properties window, add the Link CIs to Knowledge Article button to the related list.
7. Click OK.

To change the Field Label for Pv4 in the Address Type picklist

You must correct the Address Type picklist value to show the correct label name for the IPv4 value.

1. Navigate to Setup > Create > Objects.
2. Click IP Endpoint.
3. In the Custom Fields & Relationship section, in the Field Level column, click Address Type.
4. In the Picklist Values section, click Edit beside Pv4.
5. In the Address Type field, enter IPv4.
6. Click Save.

To add the Manage ServiceDesk Staff Member check box to the User page layout

You must add the Manage ServiceDesk Staff Member for the Self Service forms.

1. Navigate to Setup > Customize > Users > Page Layout.
2. In the Action column, click Edit beside Remedyforce User.
3. From Fields, drag the Manage ServiceDesk Staff Member check box to the required section.
4. Click Save.

For more information about the Manage ServiceDesk Staff Member check box, see “Adding or editing users” in the BMC Remedyforce Online Documentation.

To notify newly created users

You can choose to notify newly created users through an email message that is sent to the client's email address. The option is selected by default.

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Manage Users tile, and from the menu, select User Settings.
3. Select the Send email to newly created users check box.
4. In the confirmation box, click OK.
5. Click Save.

To update email mapping

A new feature in 20.13.02 allows users to choose which fields to map to the Incident Description field. You might want just Email Subject and Email Body. Or you might want Date/Time, Email Subject, and Email Body.

If you currently do not do any mapping of fields in Email Mapping, you can continue to use your existing email class as usual. However, if you currently take advantage of email mapping, you might want to make some changes.

1. Navigate to Remedyforce Administration > Configure Email > Incident – Email Settings.
2. In the Mapping Email Content to Incident Fields section, if not already mapped, map additional fields to copy the body of an email to the Description field.
3. Click Save.
   If you already use email mapping but you fail to map the required fields to the Description field, incidents will be created but no data will be written to the Description field.
   If you do not already use email mapping and you have nothing in this dialog box, emails will be created as usual.

To allow creation of incidents from email messages when the listener email address is in the Cc field

You can allow staff members and clients to create incidents from an email message even if the listener email address is in the Cc field instead of the To field.

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Configure Email tile, and from the menu, select Incident-Email Settings.
3. Select the Create an incident if email address is in Cc field check box.
4. In the confirmation box, click OK.

To add text to the body of an email message

You can enable staff members to add text to an email message even after selecting an email conversation template for incidents, problem, change, and task objects.

As a system administrator, you must perform the following tasks to allow staff members to include additional information:

1. Customize the email template to include the Additional_email_information field in the body of the email message.
2. Navigate to the Remedyforce Administration > Configure Email > Email Conversation Settings, and select the Allow staff members to add additional information in the email sent using templates check box.

To preview the email template

You can allow staff members to preview the email template before sending an email message from an incident, task, problem, or change record. The fields in the email template are replaced with the actual values from the record.

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Configure Email tile, and from the menu, select Email Conversation Settings.
3. Select the Enable preview of Email Template check box.
4. In the confirmation box, click OK.
5. Click Save.

To configure keywords to stop creation of incidents

You can configure keywords to stop creation of incidents for email messages with a subject that contains the specified keywords.

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Configure Email tile, and from the menu, select Incident - Email Settings.
3. In the Do not create an incident when the email subject contains field, enter the keywords that you want to add to stop the creation of incidents.
4. Click Save.

To allow Self Service users to copy tickets and service requests

You can modify the settings to allow Self Service users to copy existing tickets and service requests.

1. Navigate to Remedyforce Administration > Configure Self Service > Incidents.
2. Select the Allow clients to copy incidents check box.
3. Click Save.

To enable users to view the due dates of their incidents in Self Service

To display the Due Date field on the Self Service custom incident form, you must add the field to the Self Service: Service Request Left Panel or Self Service: Service Request Right Panel field sets. Ensure that you have enabled Read-Only permission for the Due Date field in the ServiceDesk Client profile.

To enable clients to create incidents from broadcasts

To enable clients to create incident from broadcasts, you must enable the settings.

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Configure Self Service tile, and from the menu, select Incidents.
3. Select the Allow clients to create incidents from broadcasts check box.
4. In the confirmation box, click OK.
5. Click Save.

Quick links in Self Service

The Enable Quick Links Portlet setting is selected only if this option was selected before upgrade. However, only the links added by the system administrator are available.

To configure surveys

BMC Remedyforce enables you, out of the box, to send a survey link to clients after an incident or service request is closed. The following out-of-the-box workflows are provided to enable you to send survey links to all clients whenever an incident or service request is closed:

• Notify the client when an incident is closed—uses the Incident Survey email template
• Notify the client when a service request is closed—uses the Service Request Survey email template

The out-of-the-box survey reports are available in the BMC Remedyforce Survey dashboard.

For more information about setting up surveys, see “Configuring surveys” in the BMC Remedyforce Online Documentation.

To configure Remedyforce Self Service

1. Navigate to App Setup > Develop > Sites.
2. Click Site Label, SelfService.
3. In the Site Visualforce Pages section, click Edit.
4. Move the following pages from Available Visualforce Pages to Enabled Visualforce Pages:

   • BMCServiceDesk.MobileAppIphoneApprovals

   • BMCServiceDesk.MobileAppIphoneKA

   • BMCServiceDesk.MobileAppIphoneRD

   • BMCServiceDesk.SearchAndLink

   • BMCServiceDesk.SurveyPage

5. Click Save.

Related topics

Enabling new features

Configuring profile-level permissions for new features